Full-Time Strategic Customer Success Manager

WordPress VIP is the world’s leading enterprise content management platform. We help the world's largest and most important organizations (including NASA, Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

At WordPress VIP, part of Automattic, we help enterprise customers achieve success and drive results through WordPress. We are looking for a strategic, senior Customer Success Manager who will be responsible for driving adoption, value realization, customer satisfaction, and retention among our key enterprise accounts.  WordPress VIP presents a unique opportunity for experienced CSMs to help take us to the next level, as we look to mature our processes and strategy to be best-in-class for enterprises adopting WordPress.

Responsibilities:

• Customer Advocacy & Relationships: Build deep, trusted relationships with executive and technical stakeholders at our largest enterprise customers. Serve as a primary point of contact for key customers post-sale alongside Relationship Managers, ensuring their success and long-term retention.
• Value Realization & Adoption: Drive customer success through proactive strategies that increase adoption of the platform and services, and measure and maximize the value customers receive from their investment. You will be responsible for educating customers on best practices and innovations within WordPress VIP, and ensuring full adoption.
• Strategic Account Management: Manage a portfolio of $5M+ ARR, driving success through a deep understanding of customers’ business goals and aligning them with WordPress VIP’s capabilities. Partner with Relationship Managers (RM) to form Account Teams that drive strategy on key accounts with activities such as Success Planning, Executive Business Reviews, and Renewal/Expansion Positioning. You’ll own the adoption, value realization, and technical best practice coordination, while your RM will own commercial and business relationship coordination.
• Renewal & Expansion Focus: Take increased ownership of the renewal process, in partnership with our Relationship Manager team, by aligning our product and service delivery to the evolving needs of our enterprise customers, with accountability for both Gross Revenue Retention (GRR) and future Net Revenue Retention (NRR) goals. RM will take the lead on commercials, and you’ll support them in that effort by enabling the customer to fully adopt and recognize the value of what they’ve purchased, while helping position upsell and cross-sell.
• Enterprise Expertise: Leverage deep technical and business acumen to guide customers through complex digital transformations. Develop and implement strategies that proactively address challenges and enhance their overall success with our platform.
• Product Understanding & Technical Expertise: Serve as an expert on the WordPress VIP platform, guiding customers on best practices for using our products and services to meet their business objectives. Demonstrate the ability to troubleshoot technical issues and offer strategic advice on improving their website’s performance, scalability, resiliency, security, and customer experience.
• Solution & Technical Guidance: Provide customers with proactive technical guidance and recommendations that go beyond immediate needs. Collaborate with our internal resources and customer teams to ensure optimal configuration and deployment of our platform for specific use cases.
• Educating & Training Customers: Act as a trusted advisor by delivering deep product knowledge, ensuring that customers are fully aware of the latest features and understand how they can leverage them to navigate towards their business outcomes.
• Advocacy for Product Development: Act as the voice of the customer internally by gathering and sharing insights from customer experiences to influence the product roadmap. You will drive the prioritization of key product enhancements based on the technical needs and business goals of your customers.
• Leading Product Workshops & Demos: Organize and lead workshops, product demonstrations, or webinars that highlight advanced use cases or product innovations, enabling customers to gain deeper insights and practical knowledge.
• Cross-Functional Leadership: Act as a bridge between customers and internal teams, including Product, Professional Services, and Support, to ensure customer feedback is represented in key decisions. Lead Executive Business Reviews and help drive product improvements based on customer insights.

Requirements: 

• Experience With Enterprise Customers: Proven success managing $5M+ portfolios in enterprise B2B SaaS, focusing on customer outcomes, adoption, renewals, and expansions.
• Technical Expertise: Strong understanding of WordPress and/or related technologies. Experience in digital transformation projects, preferably with experience supporting content management systems or enterprise software platforms.
• Strategic Thinking: Ability to develop long-term strategic plans for customers, and align them with internal product and services roadmaps. Demonstrate business acumen in navigating complex customer landscapes and advocating for solutions that meet both technical and business needs.
• Renewal Accountability: Strong background in driving renewals with significant accountability for retaining and expanding business, with a track record of hitting or exceeding retention goals.
• Mentorship & Influence: Ability to inspire and mentor other team members. You lead by example, and demonstrate a clear ability to raise the performance of the team.
• Cross-Functional Collaboration: A natural communicator and collaborator who works across technical and business teams to achieve customer outcomes.